AccountId: 011433970860
ContactId: eaf8c770-6210-49b3-a963-9de1e8f1f2ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362350 ms
Total Talk Time (AGENT): 128025 ms
Total Talk Time (CUSTOMER): 84913 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/eaf8c770-6210-49b3-a963-9de1e8f1f2ea_20250515T17:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office to verify claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02443352.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh yes. Uh, patient name is [PII] and the date of birth is December, sorry, [PII].
[AGENT][NEUTRAL] And what was the last name? Sorry.
[CUSTOMER][NEUTRAL] Uh, sure. The last name is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me one moment, please.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] You said last name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um, when you're ready, I can give you the correct policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, the policy number is 2443352. And you say you're calling to verify claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Data service is [PII] and total charge amount is $1,273 even.
[AGENT][NEUTRAL] And let's see, do you have the balance after primary has processed the claim?
[AGENT][NEUTRAL] OK, and do you have the balance after primary?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] The balance is $81.73.
[AGENT][NEUTRAL] OK, thank you. And while I'm looking at claim information let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the facility name is?
[CUSTOMER][NEUTRAL] Cleveland Clinic, Florida.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing the claim uh processed on [PII] and the check was mailed in amount of 8173.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the claim is denied is duplicate, right, and the original claim is paid, right?
[AGENT][NEUTRAL] Correct. The claim was received a second time and processed as a duplicate.
[CUSTOMER][NEUTRAL] OK, and can you provide me the check number?
[AGENT][NEUTRAL] Uh, sure. The check number is 1869285.
[CUSTOMER][NEUTRAL] And can you provide me with the pay to address the check was sent?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you provide me the pay date?
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] And check cash it.
[AGENT][NEGATIVE] I don't show that it's cleared.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you fax a copy of you will be.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will send that EOB to you. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, can you provide me the, sorry, I miss to ask it a single check or bulk check.
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] And can you provide me the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Thank you so much for assisting me. Have a nice day. Stay safe and up.
[AGENT][POSITIVE] Oh, you too. Thank you for calling APL Ms. [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye.